I felt compelled to write this review after years of such good experiences with Easirent. Unfortunately, the incident at their Stansted branch has undone years of happy rentals and good relationships with staff, especially at the Leeds Airport branch, and I feel that I can no longer trust my business and future custom with the company. I hired a car for 2 weeks (my 5th rental of the year) and when I collected the car, all seemed normal and similar to previous experiences. The car however, wasn't in great condition. There had been previous damage to the bumper, the offside wheel arch and damage spots towards the back of the car. I pointed all of this out to the member of staff prior to the rental commencing, and it was noted on the condition report. Upon the return of the vehicle, another member of staff checked the car and identified me to a small scratch on the bumper and told me that there would be a £245 charge. I thought he was joking as there was already a large existing patch of damage to the bumper that existed when I collected the vehicle, and this is what prompted me at the time to notify Easirent. As a customer, not akin to the policies of a company, when you notify them of 'damage to a bumper' especially when the aforementioned damage is extensive and blatant, you expect them to mark the bumper as damaged. That's what I signed for. However, what I was signing for was the position of the damage on the bumper, and in effect, the length of the drawn line on the diagram, not the evident fact that the bumper was in terrible condition. This is indicated by a line on the report which I thought (and was not explained to me) meant that the bumper has 'damage' The scratch that the member of staff pointed out to me was smaller, and a foot or so along from the part of the bumper that had multiple scratches on it. According to Easirent on this occasion, simply mentioning that the bumper has multiple scratches wasn't suffice, I should have indicated every position on the bumper that had a scratch and had it drawn on the diagram. The damage I was accused of doing existed before. I saw it with my own eyes, and clearly made it clear that the bumper was in bad condition. But my focus was on the large area of damage, naturally! 1 - why was the car rented to me with large scratches and dents without prior being fixed? 2 - If a bumper is badly damaged and I tell you about this prior to renting, do you think it's fair to then pick out another scratch on the bumper and accuse me, and subsequently charge me for this damage as a different incident? 3 - How is a customer supposed to know that a long line on a diagram indicates a specific scratch OR a large collection of scratches? Especially on a bumper? I took photos of the car prior to renting, but the scratch is so small, it doesn't show, but, the large patch of damage to the bumper does. If there were 50 tiny scratches all over the car, and it was the renters duty to have all of these indicated on a diagram, then the diagrams used are not fit for purpose. I don't expect my 5 years of loyalty to be recognised by Easirent, neither do I expect them to pay for damage that I create if I have an accident. However, what I do expect is a little bit of common sense and empathy. I expected them to look at the condition report and realise that I had indeed reported the damage to the bumper, not try and pull it completely apart and find scratches that don't fall exactly in line to where they are drawn. This sets a very dangerous precedent and I will be taking this matter further after seeking advice.